Customer Service Representative

Job Description

Job Description

Job Summary : The Sales Center Customer Representative is responsible for all aspects of customer care, ensuring the highest level of professionalism and customer service. This role involves answering customer questions via phone and email, addressing, and resolving customer issues, entering orders into the system, and following up to ensure customer satisfaction. The representative follows established procedures to provide answers or refers calls to appropriate staff, handling typical questions focused on order status, product information, account status, pricing, and services.

Major Responsibilities / Activities :

Customer Interaction :

• Field inbound customer service support calls, often during periods of high volume.
• Take sales calls, offer required upsells, make compelling offers, present appropriate alternatives, and ask for the sale.
• Act as a liaison to the sales team and share leads.
• Apply active listening skills, interject, and paraphrase appropriately to best understand the customer’s needs and wants.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Help customers navigate the website and place orders online.
• Work with customers to resolve product returns, shipping inquiries, and order status questions.
• Answer questions from customers or individuals on how a product operates or direct them to the appropriate person.

Order and Inventory Quote Management :

Administrative Support :

Additional Duties :

Minimum Requirements :

Essential Mental / Physical Functions :

Who we are

Hörmann is a premier manufacturer of garage doors. We provide the building industry with high quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability, and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company. As an international corporation Hörmann LLC prizes diversity in all positions; therefore, candidates with second language ability especially in Spanish or German will be given additional consideration; however, fluency in English is required. Hörmann is an Equal Opportunity Employer with a diverse employment environment. Hörmann is committed to providing access and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.

Additional Comments

Hörmann offers a comprehensive, competitive benefit package including medical, dental, vision, life, and supplemental insurance plans, 401(k) with employer match, as well as vacation and holiday pay. Hörmann is a drug-free workplace. All offers of employment will be contingent on successfully passing a criminal background check and a pre-employment drug test.